refund policy

Refund & Replacement Policy

Last Updated: [04-09-2026]

This policy applies to all purchases made on www.wellza.in, operated by Softbiz Solutions Private Limited (“Wellza,” “we,” “us,” “our”). Please read this policy carefully before placing an order.

1. Products Are Non-Returnable

Given the nature of our products — nutritional and dietary supplements and wellness/consumable items — all products sold on the Website are non-returnable and non-exchangeable once delivered, for reasons of health, hygiene, and safety.

We do not accept returns on grounds of change of mind, incorrect selection by the customer, or personal preference.

This is standard practice across the health and nutrition supplement industry, as consumable and personal care products cannot be resold once they leave our fulfilment centre.

2. Replacement — Only for Damaged, Defective, or Incorrect Items

We only offer a replacement (not a return) in the following limited circumstances:

The product was received physically damaged (e.g., broken seal, crushed packaging, leaking container).
The product is defective or has a manufacturing fault.
You received an incorrect product (wrong item, flavour, or variant) different from what you ordered.
The product is short of contents/quantity ordered.
The product was received with a damaged tamper-evident seal.

No replacement will be provided for products that have been opened, used, or consumed, except where the defect itself is proven and directly related to the claim (e.g., a manufacturing defect discovered on first use).

3. How to Raise a Replacement Request

3.1 You must report the issue within 3 days of delivery by writing to us at business@wellza.in or through our customer support number.

3.2 To help us process your request quickly, please share:

Your order number.
Clear photographs and/or an unboxing video showing the damaged/defective/incorrect item and the outer packaging/shipping label.
A brief description of the issue.

3.3 Requests raised after the stipulated window, or without adequate supporting evidence (photos/video), may not be eligible for replacement.

3.4 Once your request is reviewed and approved, we will arrange for a reverse pickup (where serviceable) or ask you to safely dispose of the item, and will dispatch the replacement product at no additional cost to you.

4. Refunds

Refunds are issued only in the following situations:

A verified damaged/defective/incorrect item cannot be replaced due to unavailability of stock.
An order is cancelled before it has been shipped, in accordance with our Cancellation Policy.
A payment was deducted but the order was not confirmed/placed successfully.
A prepaid order is returned to us as undelivered due to reasons not attributable to you (subject to Section 6 of our Shipping & Delivery Policy).

Where applicable, approved refunds will be processed to the original mode of payment within 7 business days of approval.

Depending on your bank/payment provider, it may take a few additional business days for the amount to reflect in your account.

For Cash on Delivery orders, refunds (where applicable) will be processed via bank transfer or UPI, and you may be asked to share your bank details for this purpose.

5. Non-Eligible Cases

We are unable to offer a replacement or refund in the following cases:

Change of mind or the product not suiting personal preference.
Products purchased from unauthorised third-party sellers/marketplaces and not directly from www.wellza.in.
Claims raised after the reporting window mentioned in Section 3.1.
Products that have been opened, used, or altered, other than in cases of a proven manufacturing defect.
Minor variations in packaging design/colour that do not affect product quality.
Delay in delivery caused by courier/logistics issues beyond our control (see our Shipping & Delivery Policy).

6. Quality Assurance

All our products go through quality checks before dispatch.

In the rare event you receive a product that appears to be expired, tampered with, or otherwise unsafe for consumption, please do not consume it and contact us immediately at business@wellza.in with photographic evidence, and we will investigate and resolve the matter on priority.